Contact Center Pipeline Magazine: Inside Our August 2021 Issue

Just as we started feeling a bid of a reprieve from Covid, here comes Delta. Will it have the same impact on staffing and...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in July

The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home...

Why Customer Service Is Not an “Entry-Level” Position

My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in...

This Little Light of Mine… Keep It Shining!

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised...

Digital Customer Care: 10 Ways to Fix Not-Very-Good Tweets to Customers

Many companies are “pretty much kind of OK-ish” at responding to customers’ questions or complaints in social media. They do respond to customers’ social...

The Role of Contact Center Agents in Product Innovation

As we turn the page to a new year, and in the spirit of new beginnings, I’d like to challenge managers and leaders to...

Embracing Agility in the Contact Center

Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex...

Becoming an Emotionally Intelligent Contact Center Leader

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020...

The Sustainable Work-From-Home Contact Center: Provide Agents with Real-Time Guidance and Support

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...

The Sustainable Work-From-Home Contact Center: Reduce Training and Onboarding Time with Visual Contact Scenarios

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...

The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...

The Sustainable Work-From-Home Contact Center: Easy Access to Connect, Collaborate and Share Knowledge

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...

Executive Interview with Mario Fernandez, CEO of Pinoy Data Capture

Pinoy Data Capture Inc. (PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve...

Contact Center Pipeline Magazine: Inside Our July 2021 Issue

We cover a wide variety of topics this month in our July issue. In today’s center, culture is more important than ever, given our...

The Sustainable Work-From-Home Contact Center: AI-Powered Virtual Assistants Lighten the Workload for Agents

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...

The Sustainable Work-From-Home Contact Center: Video Interviewing Provides a Scalable Hiring Solution

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...

The Sustainable Work-From-Home Contact Center: WFO Streamlines Remote and Hybrid Operations

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...

The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact...